Conrad Conrad Hilton …Hilton …
Conrad Hilton, at a gala Conrad Hilton, at a gala celebrating his career,celebrating his career,
was asked, was asked, “What was the most important lesson you’ve learned in you
long and distinguished career?” His immediate His immediate
answer …answer …
““remember remember to tuck the to tuck the
shower curtain shower curtain inside the inside the bathtubbathtub””
““Execution Execution isis strategy.”strategy.”
—Fred Malek—Fred Malek
““The art of war does not The art of war does not require complicated require complicated
maneuvers; the simplest maneuvers; the simplest are the best and common are the best and common
sense is fundamental. From sense is fundamental. From which one might wonder which one might wonder how it is generals make how it is generals make
blunders; blunders; it is because theit is because theyy trtryy to be clever to be clever.”.” —Napoleon—Napoleon
InternalInternal organizational organizational excellence = excellence =
Deepest “Blue Deepest “Blue Ocean”Ocean”
“I am often asked by I am often asked by would-be entrepreneurs would-be entrepreneurs seeking escape from life seeking escape from life within huge corporate within huge corporate structures, ‘How do I structures, ‘How do I build a small firm for build a small firm for myself?’ The answer myself?’ The answer
seems obviousseems obvious … …
“I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How
do I build a small firm for myself?’ The answer seems
obvious: Buy a very Buy a very largelarge
one and just one and just waitwait.”.” —Paul Ormerod, Why Most Things
Fail: Evolution, Extinction and Economics
““Mr. Foster and his McKinsey colleagues Mr. Foster and his McKinsey colleagues collected detailed performance data stretching collected detailed performance data stretching
back back 4040 years for years for 1,0001,000 U.S. companies. U.S. companies.
TheTheyy found that found that nonenone ofof
the lon the longg-term survivors mana-term survivors managged to ed to outoutpperform the market. Worse, the erform the market. Worse, the lonlongger comer comppanies had been in the anies had been in the
database, the worse thedatabase, the worse theyy did did.” .” —Financial Times—Financial Times
““Data drawn from the real world Data drawn from the real world attest to a fact that is beyond attest to a fact that is beyond
our control:our control: Everything in existence tends to deteriorate.”
—Norberto Odebrecht, —Norberto Odebrecht, Education Through WorkEducation Through Work
4/404/40
DECENTRALIZATIONDECENTRALIZATION..
EXECUTION.EXECUTION.ACCOUTABILITY.ACCOUTABILITY.
66:15A.M. :15A.M.
14,00014,00020,00020,000
14,00014,00020,00020,000
3030
Innovation IndexInnovation Index:: How many of your Top 5Top 5 Strategic
Initiatives/Key Projects score 88 or higher or higher [out of 10] on a
“Weird”“Weird”/ / “Profound”“Profound”/ / “Wow”“Wow”//“Game- changer”“Game- changer”
Scale?
LONGLONG
Tom Peters’Tom Peters’
Excellence.Excellence.Always.Always.
Adecco Management Conference 2010Adecco Management Conference 201012 January/Cannes12 January/Cannes
(PP available to download at tompeters.com)(PP available to download at tompeters.com)
NOTENOTE:: To appreciateTo appreciate this presentation this presentation [and ensure [and ensure
that it is not a that it is not a messmess],], you need you need Microsoft fonts:Microsoft fonts:
“Showcard Gothic,”“Showcard Gothic,” “Ravie,”“Ravie,” “Chiller”“Chiller”
andand “Verdana”“Verdana”
#1#1
1977-1977-19821982
MBWMBWAA
Sunday “Drive By”:Sunday “Drive By”: The CEO of a very successful mid-sized The CEO of a very successful mid-sized bank, in the Mid-west, attended a seminar of mine in bank, in the Mid-west, attended a seminar of mine in Northern California in the mid-80s—but I remember the Northern California in the mid-80s—but I remember the following as if it were yesterday. I’ve forgotten the following as if it were yesterday. I’ve forgotten the specific context, but I recall him saying to me, pretty specific context, but I recall him saying to me, pretty
much word for word,much word for word, “Tom let me tell you “Tom let me tell you the definition of a good lending the definition of a good lending officer. After church on Sunday, on officer. After church on Sunday, on the way home with his family, he the way home with his family, he takes a little detour to drive by the takes a little detour to drive by the factory he just lent money to. factory he just lent money to. Doesn’t go in or any such thing, Doesn’t go in or any such thing, just drives by and takes a look.”just drives by and takes a look.”
Excellence1982: The Bedrock “Eight Basics”Excellence1982: The Bedrock “Eight Basics”
1. A Bias for 1. A Bias for ActionAction2. Close to the 2. Close to the CustomerCustomer3. 3. AutonomAutonomyy and and EntreEntreppreneurshireneurshipp4. Productivity Through 4. Productivity Through PeoPeopplele5. 5. Hands OnHands On, , Value-DrivenValue-Driven6. 6. Stick toStick to the Knitting the Knitting7. 7. SimSimpplele Form, Form, LeanLean Staff Staff8. Simultaneous 8. Simultaneous Loose-TightLoose-Tight Properties” Properties”
““Breakthrough” 82*Breakthrough” 82*
People! People! CustomersCustomers
! ! Action! Action! Values! Values!
**In Search of ExcellenceIn Search of Excellence
Hard Is SoftHard Is SoftSoft Is HardSoft Is Hard
Hard Is Hard Is SoftSoft (Plans, (Plans, ##ss))
Soft Is Soft Is HardHard (people, (people, customers, values, customers, values,
relationships)relationships)
ExIn*: 1982-2002/Forbes.comExIn*: 1982-2002/Forbes.com
DJIA: $10,000 yields DJIA: $10,000 yields $85,000$85,000 EI: $10,000 yields EI: $10,000 yields $140,050$140,050
*Excellence Index/Basket of 32 publicly traded stocks*Excellence Index/Basket of 32 publicly traded stocks
#2#2
20072007SydneSydne
yy
… … no less than no less than CathedralsCathedrals
in which the full and in which the full and awesome power of the awesome power of the
Imagination and Spirit and Imagination and Spirit and native Entrepreneurial flairnative Entrepreneurial flair
of diverse individualsof diverse individuals is is unleashed in passionate unleashed in passionate pursuit of … pursuit of … ExcellenceExcellence..
““We are a We are a ‘Life ‘Life
Success’ Success’ Company.”Company.”
Dave Liniger, founder, RE/MAX
Brand Brand = =
Talent.Talent.
Our Mission
To develop and manage To develop and manage talent;talent;
to apply that talent,to apply that talent,throughout the world, throughout the world,
for the benefit of clients;for the benefit of clients;to do so in partnership; to do so in partnership;
to do so with profit.to do so with profit.
WPP
TP: TP: “How to flush
$500,000 down
the toilet in one easy
lesson!!”
< CAPEX< CAPEX> People!> People!
#1#1 cause of cause of
employee employee Dis-satisfaction?Dis-satisfaction?
Employee retention & satisfaction:Employee retention & satisfaction:
OverwhelminOverwhelminggllyy, based on the , based on the
first-line first-line manamanagger!er!
Source: Marcus Buckingham & Curt Coffman, Source: Marcus Buckingham & Curt Coffman, First, Break All First, Break All the Rules: What the World’s Greatest Managers Do Differentlythe Rules: What the World’s Greatest Managers Do Differently
#3#3
Globalization1.0: Globalization1.0: Countries Countries globalizing globalizing (1492-1800)(1492-1800)
Globalization2.0: Globalization2.0: Companies Companies globalizing globalizing (1800-(1800-2000)2000)
Globalization3.0 Globalization3.0 (2000+)(2000+): : IndividualsIndividuals collaboratingcollaborating & competing globally & competing globally
Source: Tom Friedman/Source: Tom Friedman/The World Is FlatThe World Is Flat
““One of the defining One of the defining characteristics [of the characteristics [of the
change] is that it will be change] is that it will be lessless driven by countries or driven by countries or corporations and corporations and moremore
driven by real people.driven by real people. It will It will unleash unprecedented creativity, unleash unprecedented creativity,
advancement of knowledge, and economic advancement of knowledge, and economic development. But at the same time, it will development. But at the same time, it will tend to undermine safety net systems and tend to undermine safety net systems and
penalize the unskilled.”penalize the unskilled.” —Clyde Prestowitz, —Clyde Prestowitz, Three Three
Billion New CapitalistsBillion New Capitalists
BRAND BRAND YOU.YOU.NO NO
OPTION.OPTION.
#4#4
““AS AS LEADERS, LEADERS, WOMEN WOMEN
RULERULE:: New Studies find New Studies find
that female managers outshine their male that female managers outshine their male counterparts in almost every measure”counterparts in almost every measure”
TITLE/ Special Report/ TITLE/ Special Report/ BusinessWeekBusinessWeek
Women’s Strengths Match New Women’s Strengths Match New Economy ImperativesEconomy Imperatives:: Link [rather than rank] Link [rather than rank]
workers; workers; favor interactive-collaborative leadership favor interactive-collaborative leadership style [empowerment beats top-down decision style [empowerment beats top-down decision
making];making]; sustain fruitful collaborations; comfortable sustain fruitful collaborations; comfortable with sharing information; with sharing information; see redistribution of power see redistribution of power
as victory, not surrenderas victory, not surrender; favor multi-dimensional ; favor multi-dimensional feedback; feedback; value technical & interpersonal skills, value technical & interpersonal skills, individual & group contributions equally;individual & group contributions equally; readily readily
accept ambiguity; accept ambiguity; honor intuition as well ashonor intuition as well as pure “rationality”; pure “rationality”; inherently flexible; inherently flexible; appreciate appreciate
cultural diversitycultural diversity.. —Judy B. Rosener, —Judy B. Rosener, America’s Competitive Secret: Women ManagersAmerica’s Competitive Secret: Women Managers
““Forget Forget ChinaChina, , IndiaIndia and the and the InternetInternet: :
Economic Growth Is Economic Growth Is Driven by Driven by
WomenWomen.”.”
Source: Headline, Economist
““One thing is certain: Women’s rise to power, which is One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening linked to the increase in wealth per capita, is happening in all domains and at all levels of society. Women are no in all domains and at all levels of society. Women are no
longer content to provide efficient labor or to be longer content to provide efficient labor or to be consumers with rising budgets and more autonomy to consumers with rising budgets and more autonomy to spend. … This is just the beginning. The phenomenon spend. … This is just the beginning. The phenomenon
will only grow as girls prove to be more successful than will only grow as girls prove to be more successful than
boys in the school system.boys in the school system. For a number For a number of observers, we have of observers, we have
already entered the age of already entered the age of ‘‘womenomics,’ the economy womenomics,’ the economy
as thought out and as thought out and practiced by a womanpracticed by a woman.”.” —Aude —Aude
Zieseniss de Thuin, Women’s Forum for the Economy and Society Zieseniss de Thuin, Women’s Forum for the Economy and Society
““Since Since 19701970, , women have women have
held held twotwo out of out of every every threethree new new jobs created.”jobs created.” —FT,
10.03.2006
Can you pass the …Can you pass the …
“Squint “Squint test”?test”?
#5#5
Leadership(21A.D.) = Leadership(21A.D.) = Leadership(21B.C.)Leadership(21B.C.)
““The doctor The doctor interruptsinterrupts after …*after …*
*Source: Jerome Groopman, *Source: Jerome Groopman, How Doctors ThinkHow Doctors Think
1818 secondsseconds
[An obsession with] Listening is ... the ultimate mark[An obsession with] Listening is ... the ultimate mark of of RespectRespect..Listening is ... the heart and soul of Listening is ... the heart and soul of EngagementEngagement..Listening is ... the heart and soul of Listening is ... the heart and soul of KindnessKindness..Listening is ... the heart and soul of Listening is ... the heart and soul of ThoughtfulnessThoughtfulness..Listening is ... the basis for true Listening is ... the basis for true Collaboration.Collaboration.Listening is ... the basis for true Listening is ... the basis for true PartnershipPartnership..Listening is ... a Listening is ... a Team SportTeam Sport..Listening is ... a Listening is ... a Developable Individual SkillDevelopable Individual Skill.* .* (*Though women (*Though women are are farfar better at it than men.) better at it than men.)
Listening is ... the basis for Listening is ... the basis for CommunityCommunity..Listening is ... the bedrock of Listening is ... the bedrock of Joint Ventures that workJoint Ventures that work..Listening is ... the bedrock of Listening is ... the bedrock of Joint Ventures thatJoint Ventures that lastlast..Listening is ... the core of Listening is ... the core of effective Cross-functional effective Cross-functional Communication* Communication* (*Which is in turn Attribute #1 of (*Which is in turn Attribute #1 of organizational effectiveness.)organizational effectiveness.)
[cont.][cont.]
““The The fourfour most most importantimportant wordswords in any in any
organization are …organization are …
The four most important words in any organizationThe four most important words in any organization
are …are … “What do “What do youyou
think?”think?”
Source: courtesy Dave Wheeler, posted at tompeters.comSource: courtesy Dave Wheeler, posted at tompeters.com
““The deepest The deepest human need is human need is
the … the … need to be need to be aappppreciatedreciated.”.”
—William James—William James
““I regard I regard aappoloologgizinizing as the g as the most magical, healing, most magical, healing,
restorative gesture human restorative gesture human beings can make. It is the beings can make. It is the
centerpiece of my work with centerpiece of my work with executives who want to get executives who want to get better.”better.” —Marshall Goldsmith—Marshall Goldsmith, What Got You , What Got You
Here Won’t Get You There: How Successful People BecomeHere Won’t Get You There: How Successful People Become Even More SuccessfulEven More Successful
THE PROBLEM IS THE PROBLEM IS RARELY/NEVER THE RARELY/NEVER THE
PROBLEM. THE PROBLEM. THE RESPONSERESPONSE TO THE TO THE
PROBLEM INVARIABLY PROBLEM INVARIABLY ENDS UP BEING THE ENDS UP BEING THE
REAL PROBLEMREAL PROBLEM.**PERCEPTION IS ALL THERE IS!*PERCEPTION IS ALL THERE IS!
Relationships (of all varieties): THERE THERE ONCE WAS A TIME WHEN A ONCE WAS A TIME WHEN A
THREETHREE--MINUTEMINUTE PHONEPHONE CALLCALL WOULD HAVE AVOIDED WOULD HAVE AVOIDED
SETTING OFF THE DOWNWARD SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A SPIRAL THAT RESULTED IN A
COMPLETE RUPTURE.COMPLETE RUPTURE.
““We are We are thoughtful in thoughtful in all we do.”all we do.”
ThoughtfulnessThoughtfulness is key to is key to customer retentioncustomer retention..ThoughtfulnessThoughtfulness is key to is key to emempploloyyee recruitmentee recruitment and satisfactionand satisfaction..Thoughtfulness Thoughtfulness is key to is key to brand perceptionbrand perception..ThoughtfulnessThoughtfulness is key to your ability to is key to your ability to look in look in the mirrorthe mirror —and tell your kids about your job. —and tell your kids about your job.
““ThoughtfulnessThoughtfulness is is freefree.”.”ThoughtfulnessThoughtfulness is key to is key to ssppeedineedingg thin thinggs us up—p— it it reduces frictionreduces friction..ThoughtfulnessThoughtfulness is key to is key to transtranspparencarency and y and eveneven cost containmentcost containment—it abets rather than stifles—it abets rather than stifles truth-telling.truth-telling.
““Courtesies of a small Courtesies of a small and trivial character are and trivial character are
the ones which strike the ones which strike deepest in the grateful deepest in the grateful
and appreciating heart.”and appreciating heart.”
—Henry Clay
#6#6
<TG<TGWWand …and …
>TG>TGRR[Things Gone [Things Gone WRONGWRONG-Things Gone -Things Gone RIGHTRIGHT]]
2-cent 2-cent candycandy
2,000,0002,000,000
Little =Little =
BIBIGG
Big carts =Big carts =
1.5X1.5XSource: Wal*MartSource: Wal*Mart
#7#7
You = You = Your Your
calendarcalendar***Calendars *Calendars nevernever lielie
Dov Frohman:Dov Frohman: 50%50%
UnscheduledUnscheduled
Source:Source: Leadership the Hard WayLeadership the Hard Way
#8#8
Up,Up, Up,Up, Up, Up,
UpUp
the Value-added Ladder.the Value-added Ladder.
$55$55BB
““Big Brown’s New Bag: UPSBig Brown’s New Bag: UPS
Aims to Be theAims to Be the Traffic Traffic Manager for Manager for CorCorpporate orate
AmericaAmerica”” —Headline/BW/2004
MasterCard MasterCard AdvisorsAdvisors
The Value-added Ladder/ OPPORTUNITY-SEEKINGOPPORTUNITY-SEEKING
ImImpplementedlemented Gamechanging Gamechanging
SolutionsSolutionsServicesGoods
Raw Materials
#9#9
Excellence. Excellence. AlwaysAlways..If not Excellence, If not Excellence, whatwhat??If not Excellence If not Excellence now, now, whenwhen??
The endThe end
